Which KPI should be prioritized to measure the efficiency of the help desk team in handling incoming support tickets?

An IT manager is evaluating the effectiveness of the current help desk operations.

Which KPI should be prioritized to measure the efficiency of the help desk team in handling incoming support tickets?
A . Number of tickets closed by first contact
B . Number of training sessions attended by support staff
C . Annual customer satisfaction survey results
D . Monthly IT staff satisfaction ratings

View Answer

Answer: A

Explanation:

The KPI measuring the number of tickets closed by first contact is critical for assessing help desk efficiency, as it directly reflects the team’s ability to resolve issues quickly and effectively, minimizing the need for follow-up contacts and reducing overall ticket volume.

Option B is incorrect because training sessions are more about improving skills rather than measuring current operational efficiency.

Option C is incorrect as annual surveys do not provide the immediate or detailed insights needed to assess daily operational efficiency.

Option D is incorrect because staff satisfaction, while important, does not directly correlate to the efficiency of ticket handling.